Help Desk Manager HD0-300 Test
HD0-300
QUESTION 1:
An forthcoming production rollout might greatly consequence natural off-shifts. You decideto move times to pay that impending raise within calls. After the personnel expressestheir concerns related to being forced to function the fresh shiftings using little warning, an individual stilldecide for you to implement your off-schedule shift change.Which leadership feature does this show?
A. the option to help encourage crew participationB. the capability in order to discourage one-person dominationC. the capability to help execute an idea despite unwanted conditionsD. the capability to spot unpopular decisions as nevertheless necessary
Answer: D
QUESTION 2:
Who is usually eventually to blame for a good employee's success or failure?
A. the actual employeeB. the employee's mentorC. your employee's managerD. the employee's team leader
Answer: A
QUESTION 3:
What are generally three important things about mentoring programs? (Choose three)
A. They support other people improveB. They assist retain employees along with exceptional skills.C. They enable other people potential growth opportunities.D. They help team members develop strategic imaginative and prescient vision statements.
Answer: A,B,C
QUESTION 4:
Your assist organization has 20 frontline analysts. The Call Management Systemproduces efficiency stories this present the quantity of moment each and every analyst will be about thephone, working wrap-up work, instead of available. Reports furthermore show your numberof calling taken as well as typical talk-time per agent.Based about these reports, what exactly need to the actual director carry out to enhance your supportorganization's performance? HD0-300
A. submit trend studies intended for the actual number while some sort of wholeB. submit an index of agents sitting by who may have that most talk time.C. Recognize and encourage the person exactly who addresses the most callsD. Recognize as well as reward your unique that features the smallest amount :not available" time
Answer: A
QUESTION 5:
A client could definitely not obtain through which a help support representative while dialling the particular HelpDesk inside morning. He must telephone returning later.Which metric captures this situation?
A. Time within QueueB. Abandonment RateC. Average Speed with AnswerD. First Call Resolution Rate
Answer: B
QUESTION 6:
What must be tackled in a service center's marketing plan?
A. the support center's spending budget requirementsB. your assist center's staffing requirementsC. that service center's rendering timelinesD. the help support center's position from the business vision
Answer: D
QUESTION 7:
Organizational progress requires usually are dependant on which a few methods?(Choose three)
A. project analysisB. situation profilingC. ability distance analysisD. person assessment
Answer: B,C,D
QUESTION 8: HD0-300
Which three engineering help Help Desks to achieve their performance goals?(Choose three)
A. Automatic Call DistributorB. Interactive Voice ResponseC. Intra-monthly Monitoring SystemD. Extra-diem Reporting ApplicationE. Customer Relationship Management
Answer: A,B,E
QUESTION 9:
Which record regarding agreement staffing is usually true?
A. Contract personnel can only be release through their company.B. Contract staff receive extra benefits than full-time employeesC. Contract workforce might hinder teamwork as long as they don't operate closely using full-timeemployeesD. Contract workers are generally authorized to your workplace time that happen to be not specifically defined bytheir company.
Answer: C
QUESTION 10:
What are some ways to keep balanced and also beneficial view when adapting tonew situations, priorities, or demands? (Choose three)
A. give full attention to common targets in the course of times with disagreementB. develop passions outside the house involving operate to supply a new stress-free zoneC. distinguish trends in service, after which acquire options based on those trendsD. develop a personal community involving advisors by using to whom you possibly can promote problems andconcerns.
Answer: A,B,D
QUESTION 11:
Your Help Desk is 24x7 as well as tops assistance for a lot of locations through the country.An future snow hurricane is definitely predicted to help bring about power outage.What makes it possible to prepare to the future days?
A. name answer plansB. contingency plansC. UPS usage accounts HD0-300
D. Gap analysis reports
Answer: B
QUESTION 12:
Which about three metric information impression buyer satisfaction? (Choose three)
A. Average Talk TimeB. Abandonment RateC. First Call Resolution RateD. Averaged Speed regarding AnswerE. Average After Call Work Time
Answer: B,C,D
QUESTION 13:
Which training is important within restoring your supportive feeling found in anopen along with good work environment?
A. us going for vision reputation boardsB. empowerment out of managementC. entry to laptop or computer telephony technologiesD. certain declaration involving effectiveness expectations
Answer: B
QUESTION 14:
Which a couple of service variables are usually normally tackled in a Service LevelAgreement? (Choose two)
A. call up flowsB. education materialC. goods supportedD. nights plus hours connected with service
Answer: C,D
QUESTION 15:
Service Level Agreements document the amount with company presented since effectively because levelat which which service is definitely furnished with which two parties?
A. customer
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